AccountId: 011433970860
ContactId: 3980b815-e7a2-42c5-b4a9-80be2fbfa14c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249639 ms
Total Talk Time (AGENT): 112379 ms
Total Talk Time (CUSTOMER): 73207 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/3980b815-e7a2-42c5-b4a9-80be2fbfa14c_20250218T18:10_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so this is [PII] calling from our office checking on eligibility for a member.
[AGENT][NEUTRAL] OK, sure. I can assist you with the eligibility, Mr. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Callback number is [PII]. And along with this, I would like to inform you that this call is being recorded for quality and training purpose.
[AGENT][NEUTRAL] OK, sure. And may I have the patient's policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] Sure, the patient policy number is
[CUSTOMER][NEUTRAL] 33,034,305,100.
[AGENT][NEUTRAL] Mm, OK, that's not our policy number, Mr. Ha. Our policies are really short. They start with a 0 followed by 7 digits only.
[CUSTOMER][NEUTRAL] Uh, can you search it by the member name and the date of birth?
[AGENT][NEUTRAL] OK, mm, sure. May I have the spelling of the last name?
[CUSTOMER][NEUTRAL] Uh, the patient's last name is [PII].
[AGENT][NEUTRAL] OK. And what's the spelling of the first name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] [PII]. OK, let me see if I can find her.
[AGENT][NEUTRAL] And how do you spell your name?
[CUSTOMER][POSITIVE] It's uh keep A alpha Quebec India Bravo.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the date of birth for Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, thank you. OK, I found her. And you said you need eligibility today, correct?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, let me start off by giving you the correct policy number. Let me know when you're ready.
[CUSTOMER][NEUTRAL] Just help me with that.
[AGENT][NEUTRAL] OK. The policy number is going to be 0145.
[AGENT][NEUTRAL] 2943.
[AGENT][NEUTRAL] Effective date, [PII], and it is active at the moment.
[CUSTOMER][NEUTRAL] Can you help me with the claim mailing address?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, can you please, uh, re-verify the mailing address once again because I'm unable to record that.
[AGENT][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much for your assistance. Help me with the call reference number.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] Uh, no, just help me with your name.
[AGENT][NEUTRAL] OK, that's [PII].
[CUSTOMER][POSITIVE] Thank you so much for your assistance. Have a great day ahead.
[AGENT][POSITIVE] You're welcome. You as well, and thank you for calling APL, Mr [PII].
[AGENT][NEUTRAL] Bye bye.